saad haj bakry, phd, ceng, fiee 1 network management support saad haj bakry, phd, ceng, fiee p...

Saad Haj Bakry, PhD, CEng, FIEE

1

Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE

PRESENTATIONS IN NETWORK MANAGEMENTPRESENTATIONS IN NETWORK MANAGEMENT

Saad Haj Bakry, PhD, CEng, FIEE 2

Objectives / Contents

Elements

Reporting / Records

Help Desk

Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 3

Elements

Network: Description Performance Failures Auditing

Components: Specifications State & Support

People: Staff Users

Network Management Support

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People: StaffTechnical Staff: 70 (%)

Managers 10 (%)

Engineers / Technicians

15 (%)

Assistants 25 (%)

Operators 20 (%)

Non-Technical Staff: 30 (%)

Description

Who

Duties

Training

Performance

CIO / CEO

Network Management Support

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People: Users

Non-Technical Users

Decision Makers: CEO & Staff

Association with Activities

Main

Support

Position

Technical Users: CIO & Staff

Description

Who

Association

Access / Use

Training

Performance

Network Management Support

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Components: Specifications

Technical SpecificationsHardware Function

Model

Links Nature

Bandwidth

Software / Information

Nature

Use

Source

Manufacturer

Provider

Cost

SLA

Network Management Support

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Components: State & Support

StateLocation

Environment

Connectivity

Function

Responsibility (people)

Support

Testing Tools

Maintenance

Evaluations

Network Management Support

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Network: Description

DescriptionComponents Specifications

Source

State

Support

Interconnection / Interfacing / Integration

Network Management Support

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Network: Performance

TrafficProcess Arrival

(Rate)

Service (Time)

Load

Busy Period

MeasuresErrors Channel

Quality

Utilization Load / Capacity

Delay

Throughput

MonitorTraffic

Measures

Load Limits

Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 10

Network: Failures

Failure Description

Cause

Occurrence

Repair

Measures

MTBF / MTTR

Availability =

NOS / NOF

Congestion =

InvestigationsDistribution of TBF

for the various Types of Failures

…same for TTR

Frequency Distribution (of Faults)

Understanding Recommendations

MTTRMTBF

MTBF

NOFNOS

NOS

Network Management Support

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Network: Auditing (Changes)

TestsPerformance

Security

Inventory

Cost

Others

Changes

Drive:GrowthNew RequirementsUpgrading

Development

Redesign

Replacement

Regular Reporting

Every 6 Months

Network Management Support

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Help Desk Objectives

Services

Reporting

Database

Network Management Support

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Help Desk: Objectives

“Single point” of contact

Reflection of “service satisfaction”

Customer assistance

Network Management Support

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Help Desk: Services

Enquiries: e.g. Billing

Failures / Problems

Escalation Process:

• Fault Verification

• Fault Reference:

Equipment / Service

• Fault Supervisor

• Progress Report / Database

• Repair Confirmation

Network Management Support

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Help Desk: Database

Why: Management

of Faults

Making Use of Historical Information

Fault Status: Open:

“recorded by help desk” Outstanding:

“under attention” Closed:

“resolved (historical)

Network Management Support

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Reporting / Records

Objectives

Reporting Format

Elements: Staff Records Users Records Inventory Records

State: Operation Records Fault Records

Audit Reports

Network Management Support

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Reporting: Objectives

Decision making

Reliable “operation” “Back up”

Utilization of “resources”

Planning

Network Management Support

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Reporting: StaffIdentity

Name

Age

Qualifications

Position

Address

Resume

DutiesTasks

Dates

Performance

Assessment

Attendance

Rules

Timetable

Absence: Lateness Sickness Holidays

TrainingReceived

Required

Network Management Support

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Reporting: Users

IdentityJob Title

Department

Location

Special Needs

Other Details

Use of Resources

Intranet / Extranet / Internet

Tools: Structure / Layout / Capacity

ID(s) / Addresses

Other Details

Required SupportSecurity

Reliability: Standby Facilities

Monitoring: Usage Statistics

Other Details

Network Management Support

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Reporting: Inventory

ResourcesEquipment

Channels

Software

Information

Recording / Reporting

Daily

Weekly

MonthlyQuarterly

Use

Association with

Users / Staff

Network Management Support

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Reporting: Operation

StateCurrent

Structure

Maintenance Program

Other Details

TrafficMonitor

Statistics

Performance Measures

Other Details

Reference (change against)

Time: Busy Period

Randomness

Performance Criteria

Other References

Network Management Support

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Reporting: FaultFailed ElementEquipment / Channel /

Software …

Location / Port Addresses

Manufacturer / Provider

Maintenance Authority (SLA)

Testing Facilities

Fault DetailsCause of Fault

Day & Time: Occurrence (TBF) Reporting for Service Start of Repair Repair Accomplishment (TTR)

Total Service Time

Other Details

Network Management Support

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Reporting: Audit Reports

Issues Performance Security Inventory Cost /

Economic Other Details

Change Growth Upgrading Replacement Redesign Other

Changes

Reporting Period:

Internally: 3 M to 1 Y

Externally: 1 to 2 Y

Network Management Support

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Reporting: Format

Structure Identity Basic Parts Additional Parts References Appendixes

Identity Title / Date By Who (authority) Summary

(including objectives) Circulation

(target readers) Other Information

Network Management Support

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Conclusions: Management Support

Understanding People Components Network

Help Desk

Reporting / Records

Network Management Support

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References

Telecommunications Management: Operation & Management of Networks, National Computing Centre (NCC) Training, UK.

Network Management Support